Friday, 29 November 2013

Speed read "The Ultimate Question 2.0 - How Net Promoter Companies Thrive in a Customer-Driven World" as I am trying to develop a method, through which I can read some books within an hour. Tried that on this book with partial success and finished it in about 2 hours. So lots of improvement to go, there.

Now to the book: a nice , simple and powerful concept of NPS is detailed out with all its nuances. I personally liked the bit about “NPS can never succeed without Net Promoter Spirit from the top” and “Close looping customer issues at all levels for true customer delight”. The book details methodology and numerous success stories through NPS implementation.

NPS’s linkage to good and bad profit is especially relevant in today’s responsible corporate management framework. Innovations like eNPS are also well explained. The punch line which will stay with me is “Worse than implementing NPS is, implementing it poorly or half-heartedly”.

I have seen many organizations pay lip-service to true customer service and drop the ball at the first opportunity of making profits. This book is loaded with examples of companies who stuck it out and reaped astronomical dividends by remaining honest and true to the customer’s delight. Would recommend it as read for all CS heads and CEOs.